Two months ago (7/01/05) I tried to renew several domain names at RegisterFly. They sent a message saying the transaction with my credit card failed. I checked my credit card transactions online and saw that Registerfly did in fact charge my account for the total amount. I then sent them a message saying that the charges went through, I never received an acknowledgement or reply.
A few days later, I checked my credit card account again and saw that there was a duplicate charge to my account. I opened up a trouble ticket through the online support function and described the situation requesting resolution. I never got a response though the system.
A few days later I got a charge to my credit card for a larger amount that was never authorized. I called customer service at registerfly. After waiting 20 minutes someone answered so I descried the situation. The person said that I would have to speak to the Accounting department. I asked to be transferred and the response was "I cannot transfer your call." I asked for the phone number saying I would call directly, the response was "they don't have a phone." UNBELIEVABLE!!!
I immediately sent an e-mail message to their "Rapid Response" 2 hour guaranteed response system. I got a reply the following day. The reply was in broken English offering an explanation that was entirely out of context and unrelated to the specifics of my complaint.
After reading the reply I checked my Credit Card account again.in the 24 hours the "2 hour guaranteed Rapid Response System" took to reply, there were now 4 more unauthorized charges to my Charge Card account.
I logged into my account at Registerfly and immediately deleted that Charge Card Account from their system. The following day, charges were made to my other account that they had on record. I logged in again and deleted all Credit Card records. I was very upset.
I re-opened the trouble ticket that was closed by Registerfly customer support without a reply, action, or notification from them. I added all of the details and demanded a reply or resolution immediately. They never responded. A couple of days later after logging in to the Registerfly customer support trouble ticket system again, I found that it was closed again without any action taken. I WAS LIVID!!!
I composed an e-mail message and broadcasted the message containing the entire history to every e-mail address at Registerfly I could find through a Google search. A couple of days later I got a reply from someone in their business office saying they would look into the issue. I never heard back.
I called my Credit Card company who graciously issued me a credit for the entire amount pending resolution. They opened a dispute with Registerfly.
I continued to re-open and updated my trouble ticket at Registerfly that repeatedly was closed without resolution for a couple of weeks. Then, after sending another e-mail message to the Registerfly "2 hour response guaranteed" system, I got a reply the following day stating they would issue a refund. My guess is they were hit with the Credit Card dispute.
Now, a week later (2 months in all since the first event), I got a message from the Registerfly "Risk Prevention Team" stating my account was restricted for "Chargebacks Performed $35.00" and saying "To remove the restriction you must contact [email protected] for further details." I replied, didn't get a response, sent another message, didn't get a response.
My e-mail and domain name forwarding functions for domains at Registerfly were working until few hours ago when I called customer support who said they couldn't do anything and I would have to call accounting (remember they didn't have a phone) during business hours tomorrow 8/31/05. That is some kind of "Customer Support"!!!
All details and the chronology in this report are to the best of my recollection as I can't log-in to my account at Registerfly to get they details from my trouble ticket which contains the details.
U n b e l i e v a b l e!!!
Glenn
Honolulu, Hawaii
U.S.A.
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